Philippine Call Center Jobs
West Contact Services, Inc.
PERFORMANCE ASSESSMENT SPECIALIST
Job Category : Call Centre – Call Centre Quality Assurance, Call Centre – Training Managers / Trainers, Sales – Tele-sales (Telemarketing)

BASIC FUNCTION

Responsible for ensuring call quality by randomly sampling production employee calls, assessing performance quality and providing immediate feedback to the production employee; assist with refresher training and coaching of production employees

MAJOR JOB ACCOUNTABILITIES

Performance Assessment Functions – Monitor performance of new trainees and assigned production employees to assess quality of calls, services being provided, and ability to meet or exceed client goals and objectives; provide immediate, constructive counseling and coaching; observe where production staff are experiencing difficulty and take additional instructional steps to clarify information; escalate to supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients; based on evaluations of production employees assess the effectiveness of training and determine the need for any additional, refresher, or supplemental training for the group or identified individuals; may solicit input from client regarding areas for improvement in training procedures and results; communicate to management when there is a pattern of quality issues on a consistent basis; continually assist with questions concerning call procedures, product information, and order processing policies; participate in client remote monitoring, ensuring follow-up on any concerns that the client may voice, and reporting any areas of concern; participate in client visits and focus meetings as necessary; understand and support all departmental operating policies and procedures relating to business procedures, philosophies, and conduct, staying apprised of any changes; thoroughly and accurately communicate policies when providing feedback to and coaching production employees

Coaching – Coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, informal, one-on-one, and on-the job training as appropriate; may assist with additional training for existing staff based on new enhancements, services, etc., as necessary; prepare for coaching by reading guides and maintaining a high level of production knowledge; provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancements

Report Generation – Prepare, and update reports in a timely and accurate manner; conduct research and compile data for report preparation, resolving any discrepancies with data; may prepare customized reports on a variety of performance assessment issues (i.e., quality issues, evaluation of production employees, need for additional training, work flow, assessment of methods and procedures, etc.

Team Interfaces – Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided; assist with performing quality review of services being provided and department interactions by escalating work flow and communication issues to management staff to help identify trends indicating the need to revise existing methods and procedures; ensure quality of all written and verbal communication by reviewing issues and content with supervisor prior to distribution

Related Duties as Assigned – The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required. Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Employee Relations representative to request a review of any such accommodations.

KNOWLEDGE, SKILLS, AND ABILITIES

Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job.

Knowledge

Basic fundamentals of effective training

Departmental operating procedures and policies

Customer service principles and practices

English usage, spelling, grammer and punctuation

Motivational training techniques

Principles and practices of telemarketing

Skills and Abilities

Excellent verbal and written communication skills

Handle multiple concurrent tasks

Analyze problems, identify alternative solutions

Work independently in the absence of immediate supervision

Establish and maintain cooperative working relationships

Evaluate training effectiveness

Work varied schedules, as assigned

MINIMUM QUALIFICATIONS

Applicants for this job will be expected to meet the following minimum qualifications.

Education

College Diploma required. Additional post secondary courses taken in education, communications, English or a related field from an accredited college preferred

Experience

Minimum of one year quality assurance or telemarketing experience required
 
  Career Level  : General
  Qualification : Degree 
  Yr(s) Exp : 1 year(s) 
  Job Location : NATIONAL CAPITAL REGION – Metro Manila (NCR)  
  Salary : Not Specified / Negotiable
  Job Type : Full Time, Permanent
 
 

Philippine Call Center Jobs
West Contact Services Inc.
Job Category : Call Centre – Call Centre Quality Assurance, Call Centre – Training Managers / Trainers, Sales – Tele-sales (Telemarketing)

BASIC FUNCTION
 

Responsible for ensuring call quality by randomly sampling production employee calls, assessing performance quality and providing immediate feedback to the production employee; assist with refresher training and coaching of production employees

MAJOR JOB ACCOUNTABILITIES
Performance Assessment Functions – Monitor performance of new trainees and assigned production employees to assess quality of calls, services being provided, and ability to meet or exceed client goals and objectives; provide immediate, constructive counseling and coaching; observe where production staff are experiencing difficulty and take additional instructional steps to clarify information; escalate to supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients; based on evaluations of production employees assess the effectiveness of training and determine the need for any additional, refresher, or supplemental training for the group or identified individuals; may solicit input from client regarding areas for improvement in training procedures and results; communicate to management when there is a pattern of quality issues on a consistent basis; continually assist with questions concerning call procedures, product information, and order processing policies; participate in client remote monitoring, ensuring follow-up on any concerns that the client may voice, and reporting any areas of concern; participate in client visits and focus meetings as necessary; understand and support all departmental operating policies and procedures relating to business procedures, philosophies, and conduct, staying apprised of any changes; thoroughly and accurately communicate policies when providing feedback to and coaching production employees

Coaching – Coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, informal, one-on-one, and on-the job training as appropriate; may assist with additional training for existing staff based on new enhancements, services, etc., as necessary; prepare for coaching by reading guides and maintaining a high level of production knowledge; provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancements

Report Generation – Prepare, and update reports in a timely and accurate manner; conduct research and compile data for report preparation, resolving any discrepancies with data; may prepare customized reports on a variety of performance assessment issues (i.e., quality issues, evaluation of production employees, need for additional training, work flow, assessment of methods and procedures, etc.

Team Interfaces – Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided; assist with performing quality review of services being provided and department interactions by escalating work flow and communication issues to management staff to help identify trends indicating the need to revise existing methods and procedures; ensure quality of all written and verbal communication by reviewing issues and content with supervisor prior to distribution

Related Duties as Assigned – The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required. Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Employee Relations representative to request a review of any such accommodations.

KNOWLEDGE, SKILLS, AND ABILITIES

Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job.

Knowledge

Basic fundamentals of effective training

Departmental operating procedures and policies

Customer service principles and practices

English usage, spelling, grammer and punctuation

Motivational training techniques

Principles and practices of telemarketing

Skills and Abilities

Excellent verbal and written communication skills

Handle multiple concurrent tasks

Analyze problems, identify alternative solutions

Work independently in the absence of immediate supervision

Establish and maintain cooperative working relationships

Evaluate training effectiveness

Work varied schedules, as assigned

MINIMUM QUALIFICATIONS

Applicants for this job will be expected to meet the following minimum qualifications.

Education

College Diploma required. Additional post secondary courses taken in education, communications, English or a related field from an accredited college preferred

Experience

Minimum of one year quality assurance or telemarketing experience required
 
  Career Level  : General
  Qualification : Degree 
  Yr(s) Exp : 1 year(s) 
  Job Location : NATIONAL CAPITAL REGION – Metro Manila (NCR)  
  Salary : Not Specified / Negotiable
  Job Type : Full Time, Permanent
 
 

Philippine Call Center Jobs

Job Category : Call Centre – Call Centre Quality Assurance, Call Centre – Training Managers / Trainers, Sales – Tele-sales (Telemarketing) 

BASIC FUNCTION
 

Responsible for ensuring call quality by randomly sampling production employee calls, assessing performance quality and providing immediate feedback to the production employee; assist with refresher training and coaching of production employees

MAJOR JOB ACCOUNTABILITIES
Performance Assessment Functions – Monitor performance of new trainees and assigned production employees to assess quality of calls, services being provided, and ability to meet or exceed client goals and objectives; provide immediate, constructive counseling and coaching; observe where production staff are experiencing difficulty and take additional instructional steps to clarify information; escalate to supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients; based on evaluations of production employees assess the effectiveness of training and determine the need for any additional, refresher, or supplemental training for the group or identified individuals; may solicit input from client regarding areas for improvement in training procedures and results; communicate to management when there is a pattern of quality issues on a consistent basis; continually assist with questions concerning call procedures, product information, and order processing policies; participate in client remote monitoring, ensuring follow-up on any concerns that the client may voice, and reporting any areas of concern; participate in client visits and focus meetings as necessary; understand and support all departmental operating policies and procedures relating to business procedures, philosophies, and conduct, staying apprised of any changes; thoroughly and accurately communicate policies when providing feedback to and coaching production employees

Coaching – Coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, informal, one-on-one, and on-the job training as appropriate; may assist with additional training for existing staff based on new enhancements, services, etc., as necessary; prepare for coaching by reading guides and maintaining a high level of production knowledge; provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancements

Report Generation – Prepare, and update reports in a timely and accurate manner; conduct research and compile data for report preparation, resolving any discrepancies with data; may prepare customized reports on a variety of performance assessment issues (i.e., quality issues, evaluation of production employees, need for additional training, work flow, assessment of methods and procedures, etc.

Team Interfaces – Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided; assist with performing quality review of services being provided and department interactions by escalating work flow and communication issues to management staff to help identify trends indicating the need to revise existing methods and procedures; ensure quality of all written and verbal communication by reviewing issues and content with supervisor prior to distribution

Related Duties as Assigned – The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required. Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Employee Relations representative to request a review of any such accommodations.

KNOWLEDGE, SKILLS, AND ABILITIES

Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job.

Knowledge

Basic fundamentals of effective training

Departmental operating procedures and policies

Customer service principles and practices

English usage, spelling, grammer and punctuation

Motivational training techniques

Principles and practices of telemarketing

Skills and Abilities

Excellent verbal and written communication skills

Handle multiple concurrent tasks

Analyze problems, identify alternative solutions

Work independently in the absence of immediate supervision

Establish and maintain cooperative working relationships

Evaluate training effectiveness

Work varied schedules, as assigned

MINIMUM QUALIFICATIONS

Applicants for this job will be expected to meet the following minimum qualifications.

Education

College Diploma required. Additional post secondary courses taken in education, communications, English or a related field from an accredited college preferred

Experience

Minimum of one year quality assurance or telemarketing experience required
 
  Career Level  : General
  Qualification : Degree 
  Yr(s) Exp : 1 year(s) 
  Job Location : NATIONAL CAPITAL REGION – Metro Manila (NCR)  
  Salary : Not Specified / Negotiable
  Job Type : Full Time, Permanent
 
 

Philippine Call Center Jobs

Job Category : Call Centre – Call Centre Quality Assurance, Call Centre – Training Managers / Trainers, Sales – Tele-sales (Telemarketing)

BASIC FUNCTION

Responsible for ensuring call quality by randomly sampling production employee calls, assessing performance quality and providing immediate feedback to the production employee; assist with refresher training and coaching of production employees

MAJOR JOB ACCOUNTABILITIES

 Performance Assessment Functions – Monitor performance of new trainees and assigned production employees to assess quality of calls, services being provided, and ability to meet or exceed client goals and objectives; provide immediate, constructive counseling and coaching; observe where production staff are experiencing difficulty and take additional instructional steps to clarify information; escalate to supervisor any situation outside the employee’s control that could adversely impact the quality of service provided to the clients; based on evaluations of production employees assess the effectiveness of training and determine the need for any additional, refresher, or supplemental training for the group or identified individuals; may solicit input from client regarding areas for improvement in training procedures and results; communicate to management when there is a pattern of quality issues on a consistent basis; continually assist with questions concerning call procedures, product information, and order processing policies; participate in client remote monitoring, ensuring follow-up on any concerns that the client may voice, and reporting any areas of concern; participate in client visits and focus meetings as necessary; understand and support all departmental operating policies and procedures relating to business procedures, philosophies, and conduct, staying apprised of any changes; thoroughly and accurately communicate policies when providing feedback to and coaching production employees

Coaching – Coach and provide feedback to production employees utilizing established training plans, appropriate combinations of formal, informal, one-on-one, and on-the job training as appropriate; may assist with additional training for existing staff based on new enhancements, services, etc., as necessary; prepare for coaching by reading guides and maintaining a high level of production knowledge; provide input on the preparation of written training materials and updating of training materials, reference handbooks, and departmental forms for both new and existing programs and program enhancements

Report Generation – Prepare, and update reports in a timely and accurate manner; conduct research and compile data for report preparation, resolving any discrepancies with data; may prepare customized reports on a variety of performance assessment issues (i.e., quality issues, evaluation of production employees, need for additional training, work flow, assessment of methods and procedures, etc.

Team Interfaces – Establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided; assist with performing quality review of services being provided and department interactions by escalating work flow and communication issues to management staff to help identify trends indicating the need to revise existing methods and procedures; ensure quality of all written and verbal communication by reviewing issues and content with supervisor prior to distribution

Related Duties as Assigned – The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required. Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Employee Relations representative to request a review of any such accommodations.

KNOWLEDGE, SKILLS, AND ABILITIES

Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job.

Knowledge

Basic fundamentals of effective training

Departmental operating procedures and policies

Customer service principles and practices

English usage, spelling, grammer and punctuation

Motivational training techniques

Principles and practices of telemarketing

Skills and Abilities

Excellent verbal and written communication skills

Handle multiple concurrent tasks

Analyze problems, identify alternative solutions

Work independently in the absence of immediate supervision

Establish and maintain cooperative working relationships

Evaluate training effectiveness

Work varied schedules, as assigned

MINIMUM QUALIFICATIONS

Applicants for this job will be expected to meet the following minimum qualifications.

Education

College Diploma required. Additional post secondary courses taken in education, communications, English or a related field from an accredited college preferred

Experience

Minimum of one year quality assurance or telemarketing experience required
 
  Career Level  : General
  Qualification : Degree 
  Yr(s) Exp : 1 year(s) 
  Job Location : NATIONAL CAPITAL REGION – Metro Manila (NCR)  
  Salary : Not Specified / Negotiable
  Job Type : Full Time, Permanent